Troubleshooting
Problem
You are having a problem with the IBM Business Process Manager (BPM) product running in the IBM BPM on Cloud environment. You would like to know what information you must collect (MustGather) so that the IBM Business Process Manager Support Team can diagnose your problem. If you gather this documentation before contacting support, it will expedite the troubleshooting process and save time.
Diagnosing The Problem
Because this environment is an IBM Business Process Manager on Cloud environment, your options for diagnosing problems are limited to what you can access and visually see on your workstation. Therefore, collect and provide as much information as you do have, based on the "Provide a detailed problem description" section of this document.
Resolving The Problem
When you open a service request, make sure that you include the following information:
Which of the following product components are involved in the issue?:
- Process Portal
- Process Admin
- Process Center
- Process Designer
- Account Admin page
- Library page
- Other (please clarify)
Provide a detailed problem description:
- What symptoms do you see?
- Which application is involved?
- Do you see any error messages?
- What is the date and time stamp when the problem occurs?
- Did the current scenario work previously? If yes, what has changed?
- Can you reproduce this issue at will? If so, provide the basic steps that causes the problem.
- How often does this problem occur?
- Are there any indications for why this issue happens?
- Does this issue occur in the DEV, TEST or RUN environments?
Provide screen shots of the error, if they are available.
If you have not provided it already, supply the business impact this issue is having on your company, including:
- Any upcoming deadlines and dates
- Any realized or potential effect on your customers
Product Synonym
BPM
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Document Information
Modified date:
15 June 2018
UID
swg21664113